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Recursos
Tools & Templates
Customer Experience Toolkit
The CGAP Customer Experience Toolkit equips organizations to create empowering customer experiences. The hands-on approach helps practitioners identify and implement a customer experience project within their organization – large or small – and advocate for it with leadership. This toolkit is the only such resource that specifically targets the financial services community with a focus on unbanked and underbanked customers.
Tools & Templates
Creditaccess Grameen Environmental, Social & Governance Policy
This document shared by CreditAccess Grameen (India) provides a good example of what can be defined as an environmental policy (in addition to social and governance). It focused in particular on environmental and social risk management, waste management, energy management, procurement practices, and ESG disclosure and reporting.
Case studies & Field examples
CreditAccess Grameen Code of Conduct for Directors and Managers
This policy specifically addresses the conduct expected of directors and managers including not accepting gifts or bribes, kickbacks, confidentiality, harrassment and nondiscrimination among other things.
Case studies & Field examples
CRECER (Bolivia) Addresses Quality in Response to Lack of Impact
Describes how CRECER took a negative client outcome finding and responded by increasing quality.
Guidelines
Collecting and Using Client Exit Data
This tool discusses how financial institutions (FIs) can design exit survey tools, collect exit data, and use them for designing and improving products and services. It explains a five-step process for developing, introducing, and using an exit survey. FIs with existing exit surveys can use the tool to rethink and strengthen their current tool. Those without an existing tool can use it to understand their options and design a tool.
Case studies & Field examples
Code of Consumer Protection: Kashf Foundation
Example of a code of conduct addressing how staff behaviors should reflect organizational values and commitments.
Case studies & Field examples
Caso de toma de decisiones impulsada por los datos del COVID-19 en Perú COOPAC MF Prisma
Describe los resultados del estudio realizado por COOPAC Prisma (Perú) sobre el impacto de COVID-19 en sus clientes y las acciones tomadas para responder a las necesidades reveladas por el estudio.
Case studies & Field examples
CASHPOR Identifies a Social and Financial Risk
Description of how CASHPOR used negative social outcomes data to shape a reponse to reduce risk and increase impact.
Guidelines
Trato responsable a los clientes: Ejerciendo la no discriminación
Esta herramienta proporciona a los proveedores con una idea de la diferencia entre la orientación del cliente y la discriminación perjudicial e ilumina ejemplos de las formas más comunes de discriminación. Además, la herramienta proporciona a los proveedores de servicios financieros, con siete pasos de acción para corregir y prevenir la discriminación.
Case studies & Field examples
Collection Journey at the Agricultural Bank of Egypt
This case study explains how the Agricultural Bank of Egypt developped a successful strategy to manage their collection process effectively and in a fair and responsible manner. It outlines the challenges they had identified, their approach, the process to create a specialised department, and the outcomes of their journey.
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